• Manage helpdesk-reported technical problems, prioritize, track and provide timely workable solutions for end-users 
• Serve as an end-user advocate, championing O365 technologies to help users on all levels to maximize the value of O365 portal applications including Outlook, OWA, Sharepoint, Forms and Power Automate, Power Apps 
• Test new O365 tenant features and functionality, preparing end-user guides and participating in feature production deployments 
• Monitor collaborative systems health, escalating issues to team head and work with them to provide solutions for identified issues 
• Formulate documentation for administrative knowledge base articles and end-user guides 
• Participate in new application testing, customer training, and other support-related activities 
• Support to resolve technical setup/ connection problems across different office locations within the Company 

• Provide L1 - L2 Support and troubleshooting to end-users dealing with PC-related problems, encompassing hardware, software, and networking issues.
• Install, set up, and keep up desktop operating systems, software programs, and peripheral devices.
• Resolve hardware and software problems by identifying the root causes, conducting necessary repairs or replacements, and coordinating with vendors for warranty claims or repairs.
• Address service requests and incidents promptly, ensuring thorough documentation and resolution.
• Perform system upgrades and apply patches to ensure optimal security and performance.

• Responsible for IT day-to-day operations and health check to ensure all IT systems up and running;
• Responsible for software security patching on timely manner and ensure end users’ technical devices compiling information security policies and audit requirements;
• Responsible for managing outsourced vendors, and ensure vendor fulfill service level agreement and deliverables;
• Responsible as a level 1 IT support working with level 2 and technical vendors for incident resolution, troubleshooting and user communication;
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request;
• Support IT project implementation, manage and control on resources and project tasks assigned;

Responsibilities:

• Provide technical support (hardware and software troubleshooting) 
• Manage all installation, repair, maintenance and test tasks.
• Diagnose errors or technical problems and recommend proper solutions.
• Work with technical team and share information across the organization.
• Comprehend customer requirements and make appropriate recommendations/briefings.
• Training will be provided